Did you know that 40% of web users will leave a mobile page if it takes more than 3 seconds to load? And 79% of online shoppers are unlikely to return to a site where they were dissatisfied with the experience?
Digital customer experience is vital in the age of technology, e-commerce and digital communication. Consumers are looking for speed, efficiency, 24-hour support and user-friendly platforms.
Does your business provide this? If not, you could be losing tons of traffic and potential customers.
But not to worry. You can improve digital customer experience simply, by taking into account your customer’s preferences and optimizing your platforms.
Keep reading for a guide on six useful tips to boost digital customer experience for happy customers and a happier business.
What is Digital Customer Experience?
In a nutshell, digital customer experience is a user’s online experience with your business. This includes social media, analytics, data, innovation, and more.
How does your customer interact digitally with your brand? Your customer experience online involves plenty of aspects, from how people interact with you on your Facebook page to
Improving Digital User Experience
Everything happens online nowadays. So, it’s crucial for your business to provide the best digital customer experience possible.
Check out these six tips for growing a website and your business by improving the digital user experience.
- Use Omnichannel Experiences
Gone are the days when the only way customers could contact businesses is by phone. As consumer habits evolve they expect to have unified customer services across multiple channels.
Omnichannel marketing works to create a single, unified experience for customers. It works to bridge the gap between traditional marketing and digital marketing.
This incorporates your mobile app, social media, live chat, email and website.
You need to think about the way that customers engage with your business and your customer journey. Then you can identify where there is friction or a disconnect and work to streamline the process.
- Incorporate AI
Consumers have an increasing desire for speedy responses, answers and processes. Your customer experience improves ten-fold when your brand can provide an immediate response to sales or marketing questions.
But how do you achieve this? AI-inspired chatbots have become very popular across digital platforms. It allows you to be available to your customer 24/7 with a chatbot that responds instantaneously to customers.
You can easily create a customized bot script with chatbot builders that have natural language processing technology. This means they can pick up intent and emotion.
You can incorporate chatbots to any or all digital platforms, improving user experience and creating happy customers.
- Focus on Mobile Experience
Consumers spend, buy, research, and explore primarily on their mobile phones. E-commerce and banking are done easily by phone and the expectation is that online purchases should be available on mobile.
It’s important that your strategy focuses on optimizing your website, e-commerce, and digital channels for mobile phones.
The most important factors to take into consideration are page loading time and a user-friendly mobile site.
You will lose most users if your site hasn’t loaded in three seconds. And if your mobile site is clunky and hard to navigate, you lessen the chances of instant purchases.
- Utilize Website Analytics to Optimize
By using website analytics and data you can better understand your customers and their preferences and dislikes. You can see how much time people spend on your page and how they utilize your site.
This sort of insider information is paramount to optimizing your digital channels to match customer’s intentions and preferences.
For example, are you noticing customers frequently calling customer service for the same or similar issue? Synthetic transaction monitoring can help optimize your digital platforms to address these issues or answer the questions, saving your customers from making the call and improving user experience.
You can use tools such as experience analytics at decibel.com. This way you optimize digital platforms based on hard data and increase website traffic.
- Include Self-Service
Your customers are up-to-date, tech-savvy, and independent consumers. People prefer to have the agency to manage things independently online. For example, adding a bag to their flight booking or changing the delivery address on their purchase.
Self-service also extends to online support, not just online activities. Customers want to be able to head over to your site and find information without contacting your company directly. The basic self-service features include FAQs and online discussion forums.
These sorts of features are non-negotiable nowadays. The more that a customer can do and find out by themselves, the better their digital experience with your business.
- Never Stop Learning and Evolving
Improving your digital customer experience is not a one-time job. You need to constantly learn from your customers and evolve alongside their habits and preferences using data to achieve digital and website metrics.
The best way to do this is to put measures in place that ensure you have constant streams of feedback and customer insights.
Once you’ve introduced new digital strategies, actively seek to find out whether your customers enjoy these new features.
Take a look at website metrics such as return visitors and bounce rates as you can see what resonates with your users. But also employ traditional methods such as surveys or a pop-up feedback button.
Are You Ready to Take Your Digital CX to the Next Level?
Have you been reading this and noticing the gaps in your company’s digital customer experience? There are always ways to improve and boost your CX. Especially if you’re receiving constant feedback and insights from the people who matter most – your customers!
Work to streamline your processes, optimize for mobile sites and incorporate self-service and AI features. You’ll see website traffic growing in no time.
If you found this article helpful, keep exploring our site for more. We have plenty of informative posts to boost your brand awareness.